IT service management driven by business objectives An application to incident management

Claudio Bartolini, Mathias Sallé, David Trastour. IT service management driven by business objectives An application to incident management. In Joseph L. Hellerstein, Burkhard Stiller, editors, Management of Integrated End-to-End Communications and Services, 10th IEEE/IFIP Network Operations and Management Symposium, NOMS 2006, Vancouver, Canada, April 3-7, 2006. Proceedings. pages 45-55, IEEE, 2006. [doi]

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